Before you set up your Schedule you should set your preferences in the Schedule Settings, under the Schedule tab , on the bottom left corner of your screen.
- Constraints & Schedule Tolerance
- Shift Trade Permissions
- Shift Trade Group Permissions
- Time Off Requests
- Time Off Reasons
- Unassigned Shifts
- Default Max Chats Handled
- Check the Schedule Log
When setting up this section, you can enter daily and weekly maximum of working hours to avoid over-scheduling your agents and determine the minimum number of hours between shifts, as well as the late and schedule tolerance.
Note: After defining the number of minutes you are tolerating your agents to be late, and if breached they'll receive a frowny or smiley emoticon face if they start their working day late or on time.
You can set up this section and allow your agents to trade shifts with or without managers approval or you can completely disable shift trades for your agents, depending on your work requirements.
After Setting up your Shift Trade Permissions, you may also restrict your agents to trade shifts within all groups they are in or only within their default group.
Check the below box to enable Time Off requests for your agents.
To Set up Time Off Reasons, look for this button in the upper left corner of your Schedule Settings. You can create and give your desired name to various Time Off Reasons for your employees depending on your work requirements that can be categorized as planned or not planned.
Important: These reasons are applied for all users on your account.
Depending on your preferences, you may enable agents to take Unassigned Shifts with or without manager approval, or you can restrict them from taking Unassigned Shifts at all.
You can select to receive push notifications and/or email notifications whenever your shift gets updated. In order to do so, check one of the following options:
This setting controls the maximum number of concurrent chats an agent can handle.
Note: You can specify settings for individual agents by following: Admin > Agent Permissions.
Using the , you can track each and every change made to the schedule, who and when made it.